Broadband speeds and customer service

[ellardm]

I have been looking at the several forums . What I see from them no matter which company one is with the same problems seem to occur. Several complain about speed of their connections. When and if someone may get through nothing really happens. Customer service seems to not exist or they are incapable of helping or come back 2/3 days later.

It would appear even complaing to thr powers to be has no effect. As they do not have the power to do anything.

Where my speed connections are concerned I have used this site all the time so I am in a position to compare all tests.

Since May this year my speed has gone from a constant 1.75 down to dropped connections. Several times dial up would have been faster. When one is on and surfing the net the rate can be all over the place.

Why can we not get the service we are paying for?

[blacknight]

I think a lot of the ISPs may have overstretched themselves in terms of customer service etc.,

We've always had excellent customer service from Netsource (now part of Magnet), but the other ISPs we have dealings with are pretty woeful in the customer service department (not answering the phone, ignoring emails etc)

Unfortunately this isn't an Irish only issue. When I was living and working in Italy I had lots of "fun" with the ISPs over there as well

[Broadband Starved]

I have posted before about the appalling service from Leinster Broadband. They are the only ones licensed by comn reg for my area – Dunlavin West Wicklow. Today I discovered that they have only 1 person in the office, and this would appear not to be full time either, and 3 others employed by the company. These guys then are trying to service Kildare and West Wicklow !. covering both installations and back up service. No wonder then that I, and many more of us around here are waiting since April last to get anything from them. I called com reg to see what if anything can be done. I was told that the license issued has no provision for service levels, nor is they any formal lines of complaint where a company is not supplying the sales and services it is licensed for. This is a crazy situation then as there is no protection at all for the consumer.

[ellardm]

Originally Posted by Broadband Starved

I have posted before about the appalling service from Leinster Broadband. They are the only ones licensed by comn reg for my area – Dunlavin West Wicklow. Today I discovered that they have only 1 person in the office, and this would appear not to be full time either, and 3 others employed by the company. These guys then are trying to service Kildare and West Wicklow !. covering both installations and back up service. No wonder then that I, and many more of us around here are waiting since April last to get anything from them. I called com reg to see what if anything can be done. I was told that the license issued has no provision for service levels, nor is they any formal lines of complaint where a company is not supplying the sales and services it is licensed for. This is a crazy situation then as there is no protection at all for the consumer.

I have found that our for myself. The lines are owned by Eircom and they then rule the playing ground. If one has a problem with one they blame the other. There are no regs for the supply of services. I believe that in some small prints of T & C they say they cannot guarantee the advertised rates of download.

As with Customer Services - the day that one company says that one can speak to a voice without pressing 1. 2. 3 etc I believe that they will get the business.

Today I spent 5 minutes going through press this number and this one before I got through and then spent 15 minutes waiting to get through.

That my rant over.

Regulator please help us Broadband users to get what we pay for.

Mike